Tea for Well-Being: Restaurant Atmosphere and Repurchase Intention for Hotel Afternoon Tea Services

Abstract

Afternoon tea has become a popular leisure activity in Taiwan. Most hotels, restaurants, and cafes have started to provide an afternoon tea service in addition to their regular menus. Restaurant atmosphere research has largely focused on single environmental factors in upscale restaurants. Several studies have indicated that a restaurant’s atmosphere influences the degree of customer satisfaction, thereby affecting their well-being and repurchase intention. However, the relationships between a restaurant’s overall atmosphere, its degree of service performance, and customer well-being have rarely been explored. This study utilized the Mehrabian–Russell environmental psychology model to investigate the relationships between hotel restaurant atmosphere, service performance, customer well-being, and repurchase intention for afternoon tea services. The results indicated that a hotel restaurant’s atmosphere and service performance influence customer well-being, which can positively affect customers’ repurchase intentions.

The impact of hotel attributes, well-being perception, and attitudes on brand loyalty: Examining the moderating role of COVID-19 pandemic

“…Today, people are more inclined to have optimal mental, physical, and social health, and a large body of studies have examined the factors that increase well-being perceptions. They determine that people can attain a sense of well-being through events such as holiday, leisure, and sports activities ( Gilbert and Abdullah, 2004 ; Heintzman and Mannell, 2003 ; Lin and Chang, 2020 ). Indeed, well-being perceptions deserve increased attention in the context of hospitality and tourism ( Sirgy, 2019 ).…”

“…Following this notion, the quality of hotel attributes and/or customer experiences related to well-being have often been explored in the hospitality and tourism context ( Kim et al, 2012 ; Mody et al, 2020 ). Lin and Chang (2020) focused on the atmosphere of hotel restaurants and explained that well-being is a subjective element of individuals' satisfaction with experiences. Additionally, the role of well-being in consumer behaviour has been widely investigated, and its contribution to the development of consumer behaviour has been validated.…”

“…Additionally, the role of well-being in consumer behaviour has been widely investigated, and its contribution to the development of consumer behaviour has been validated. More specifically, much evidence indicates that individuals' perceptions of well-being create a positive attitude and brand loyalty ( Huang et al, 2019 ; Hwang and Lee, 2019 ; Lin and Chang, 2020 ). Therefore, well-being perceptions represent an important concept bridging between core attributes and consumers’ repatronage in the hotel industry.…”

The Effect of Crisis Management and Implementation of Health Protocols During the Covid-19 Pandemic On Repurchase Intention With Consumer Safety As Mediation

“…This supports the statement made by Engel, et al (1993), which insisted that during the consumers' decision process, it is rather common for a consumers' decision to be based on their first experience, which in this context can be referred to their first time dining in the restaurant during the pandemic. Repurchase intention, also known as repurchase desire, is driven by motivation, experience and the possibility of an individual to repurchase a product or service (Tan, 2019;Lin & Chang, 2020), which in this context, can be indicated by their wants and plans to return to the restaurant for a dine in experience.…”

The Mechanism of How Integrated Marketing Communications Influence on the Chinese Online Customer’s Repurchase Intention

“…For instance, the atmosphere of restaurant and service performance constitute the customer's dining experience and make the customer feel delighted, relaxed, and satisfied. The sense of well-being felt at the hotel restaurant increased their intention to repurchase particularly, which affects a customer satisfaction and follow-up behavior, in order that customers have a higher intention to repurchase [50]. Perceived value can directly affect customer's intention to continue to buy.…”